This article helps you understand and work through the "invalid order" error that can appear when attempting to purchase an add-on — such as the Search Secrets Pack — on top of an existing plan or summit upgrade. Because this error is tied to order validation on the backend, it typically cannot be self-resolved and requires a teammate to inspect the order details and manually complete or correct the transaction.
📍 Where to Find It
Before reaching out, confirm your current billing status by navigating to: Top-right corner (avatar) → Billing → Plans & Top-ups tab. Here you can verify which plan is currently active and whether any pending charges or add-ons are shown.
🛠️ Step-by-Step
- Go to Top-right corner (avatar) → Billing → Plans & Top-ups tab and take note of your current active plan name and any add-ons already applied.
- Check the Activity Log tab (Top-right corner (avatar) → Billing → Activity Log) and look for a recent failed or pending transaction entry related to the add-on purchase. Note the exact timestamp and change type shown — this information will help the support team locate your order quickly.
- Check the Invoices tab (Top-right corner (avatar) → Billing → Invoices) to confirm whether any charge was processed before the error appeared. If an invoice was generated, note the invoice ID.
- Do not attempt the purchase again before speaking with the team — submitting the order multiple times can create duplicate charge attempts that are harder to unwind.
- Open the chat widget in the bottom-right corner of the platform, type human teammate, and share: (a) the exact error message you saw, (b) the add-on name and price (e.g., Search Secrets Pack, $97), (c) the plan you were upgrading from, and (d) the timestamp and any invoice ID you found in steps 2–3.
✅ How to Confirm It Worked
Once a teammate has resolved the issue, return to Top-right corner (avatar) → Billing → Plans & Top-ups tab. You should see the add-on listed as an active component of your plan. Additionally, check the Invoices tab — a new invoice for the add-on amount should appear with a paid or completed status. If the add-on is not reflected within a few minutes of the teammate confirming the fix, refresh the page and check again before following up.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.